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EnergyTrak

Subscriptions

Q: What happens if my subscription expires or is canceled?​

A: If a subscription for a generator monitor lapses, the device will lose its cellular connection. It will stop sending data to the EnergyTrak app, and you will no longer receive any status updates or alerts for that device. To restore functionality, the subscription must be reactivated.

Q: When does my subscription billing cycle start?​

A: The standard recurring billing date for all subscriptions is the 15th of each month. Your billing cycle begins on the day you successfully activate the device and purchase the plan in the EnergyTrak app. The first payment will be prorated to cover the period from your purchase date to the 15th of the following month. If your existing subscription was migrated, it has been adjusted to align with this standard monthly billing schedule.

Q: How do I cancel my subscription?​

A: The designated subscription manager can cancel a subscription at any time by navigating to the "Manage Subscriptions" section within the app's settings. The cancellation will take effect at the end of the current paid billing cycle (monthly or annual).

Q: What happens if my payment method fails?​

A: If a renewal payment fails, we will notify the subscription manager via email and in-app notifications. You will have a grace period to update your payment information. If the payment information is not updated within that period, the subscription will be canceled, and the device will cease to communicate.

Q: I received an email about my EnergyTrak subscription payment. How do I know it's not a scam or a phishing attempt?​

A: All legitimate billing and subscription notifications for EnergyTrak are sent via our secure payment processor, Stripe, and will always come from an official @basco.com email address. You can verify the email's authenticity by inspecting the sender address and subject line. These official emails will only ever be related to one of the following four topics:

  • Free trial ending
  • Upcoming invoices
  • Invoice receipts
  • Failed payments
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If you receive a payment-related email that is not from the @basco.com domain, or is related to a different topic, please treat it as suspicious and report it to our support team.

Q: Can I change who manages the subscription after the initial setup?​

A: Yes. To transfer subscription management responsibility from a Pro to a System Owner (or vice versa), please contact EnergyTrak support through the app for assistance.

Q: If my Pro (installer) manages the subscription, can I still see my generator's status?​

A: Yes. As long as you are assigned as a user to the Site where the generator is located, you will have full access to view and monitor the device, regardless of who manages the billing.

Q: I have multiple generators. Do I get a discount?​

A: Subscriptions are priced on a per-device basis. We do not currently offer multi-device discounts.

Q: Can I transfer a subscription to a new owner if I sell my house?​

A: Subscriptions are tied to the device and managed by a specific EnergyTrak account. They cannot be directly transferred. The recommended process is for the current owner to cancel their subscription. The new owner must then create their own EnergyTrak account and purchase a new subscription for the device to continue its monitoring service.

Additional Resources​